Network Support Technician – Freelance (Level 1)

About the role

We are seeking a proactive Network Support Technician (Level 1) on a freelance basis to provide first‑line technical assistance for our network infrastructure in Christchurch. You will troubleshoot connectivity issues, support hardware installations, and monitor network performance while ensuring timely escalation of complex problems.

Key responsibilities

• Provide Level 1 support for network incidents and service requests.
• Troubleshoot LAN, WAN, VLAN, Wi‑Fi and general connectivity problems.
• Assist with installation and configuration of routers, switches, firewalls and access points.
• Monitor network performance, report outages and abnormalities.
• Perform basic troubleshooting of TCP/IP, DNS, DHCP and VPN issues.
• Help end‑users with internet and network access problems.
• Maintain accurate ticket updates in ServiceNow or similar ticketing systems.
• Escalate unresolved or critical issues to Level 2/Level 3 teams.
• Support cabling, patching and rack‑and‑stack activities as needed.
• Document troubleshooting steps and resolutions.
• Follow SLA and ITIL‑based support processes.

Required profile

• Basic understanding of networking concepts (LAN, WAN, VLAN, TCP/IP).
• Familiarity with routers, switches, firewalls and wireless networks.
• Experience using ticketing tools such as ServiceNow or ManageEngine.
• Good communication skills and ability to work independently or within a team.
• Bachelor’s degree, diploma or equivalent in IT, Computer Science or related field.
• Fluent English communication skills.

Required skills

• LAN/WAN/VLAN
• TCP/IP
• DNS
• DHCP
• VPN
• Routers, switches, firewalls
• Wireless networking (Cisco, Aruba, Juniper)
• ServiceNow
• ManageEngine